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Senior Call Center Analyst Jobs (NOW HIRING)

Progyny

Senior Call Center Administrator

Manhattan, NY · On-site +1

$94K - $128K/yr

We are seeking a Senior Contact Center Telephony Administrator to support Progyny's continued ... Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve ...

AEG Vision

Marketing and Call Center Analyst

Dallas, TX · On-site

We are seeking a detail-oriented Marketing & Call Center Data Operations Analyst to develop reporting and insights on patient acquisition and experience, while ensuring accurate provider and practice ...

Makpar

Service Center Analyst

C or Denver, CO. • Minimum of 2 years in customer service; experience in a service desk or call center environment preferred. • HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 ...

Apexon

Porter Call Center Operations Analyst

Plano, TX · On-site

$13.75 - $17/hr

We enable #HumanFirstDIGITAL Exp -6+yrs Porter Call Center Operations Analyst Digital the DE for Analytics) being asked to be onsite in the Florida call center. Porter- Business Analyst (Analytics ...

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Senior Call Center Analyst information

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$48.5K

$102.5K

$130.5K

How much do senior call center analyst jobs pay per year?

As of Jul 23, 2026, the average yearly pay for senior call center analyst in the United States is $102,527.00, according to ZipRecruiter salary data. Most workers in this role earn between $88,000.00 and $116,500.00 per year, depending on experience, location, and employer.

What jobs in the US pay 300,000 a year?

Senior Call Center Analysts typically do not earn $300,000 annually; such high salaries are usually associated with executive roles, specialized medical professionals, or highly experienced technology executives. Most call center roles have lower compensation, but senior or managerial positions in large organizations with extensive experience and skills may approach higher six-figure salaries, especially with bonuses or profit sharing.

What are the key skills and qualifications needed to thrive as a Senior Call Center Analyst, and why are they important?

To thrive as a Senior Call Center Analyst, you need strong analytical skills, experience with workforce management, and a background in call center operations—often supported by a bachelor’s degree in business, IT, or a related field. Familiarity with call center software, CRM platforms, data analysis tools like Excel or Power BI, and relevant certifications such as Six Sigma or COPC are typically required. Exceptional problem-solving abilities, attention to detail, and effective communication skills help you collaborate with teams and drive operational improvements. These competencies are crucial for optimizing call center performance, enhancing customer satisfaction, and supporting data-driven decision-making.

How does a Senior Call Center Analyst typically collaborate with other departments to enhance customer service operations?

A Senior Call Center Analyst often works closely with teams such as IT, training, and quality assurance to analyze call data and identify areas for process improvement. They frequently participate in cross-functional meetings to discuss customer feedback trends and recommend actionable changes. By sharing insights and collaborating on solutions, they help ensure that customer service strategies are aligned across the organization, ultimately leading to improved customer satisfaction and operational efficiency.

What is the highest paying call center job?

Senior Call Center Analysts often earn higher salaries compared to entry-level positions due to their experience and specialized skills. In some cases, roles such as Call Center Managers or Customer Service Directors in call centers can have higher compensation, especially with additional responsibilities and leadership duties.

What does a Senior Call Center Analyst do?

A Senior Call Center Analyst is responsible for analyzing call center operations to improve efficiency and customer service quality. They review call data, monitor performance metrics, and identify trends or issues. Additionally, they may develop reports, recommend process improvements, and provide guidance to junior analysts or team leaders. Their goal is to enhance productivity, customer satisfaction, and operational effectiveness within the call center.

What is the difference between Senior Call Center Analyst vs Call Center Supervisor?

AspectSenior Call Center AnalystCall Center Supervisor
CredentialsTypically requires a bachelor’s degree and call center experienceRequires similar credentials, often with leadership or supervisory training
Work EnvironmentFocuses on data analysis, reporting, and process improvementOversees daily operations, manages staff, and ensures service quality
Employer UsageUsed in customer service, technical support, and sales centersCommonly found in call centers with team management responsibilities

The main difference is that a Senior Call Center Analyst primarily analyzes data and improves processes, while a Call Center Supervisor manages staff and oversees daily operations. Both roles require similar credentials and are integral to call center success, but they focus on different aspects of call center management.

What does a call center analyst do?

A call center analyst monitors and evaluates customer service interactions to improve quality and efficiency. They analyze call data, generate reports, and recommend process improvements, often using tools like CRM software and performance metrics. Strong communication skills and attention to detail are essential for this role.

Is SOC analyst a high paying job?

A SOC analyst typically earns a competitive salary, especially with experience and relevant certifications like CompTIA Security+ or CISSP. Salaries can vary based on industry, location, and level of expertise, but it is generally considered a well-paying cybersecurity role.
What cities are hiring for Senior Call Center Analyst jobs? Cities with the most Senior Call Center Analyst job openings:
What are the most commonly searched types of Call Center Analyst jobs? The most popular types of Call Center Analyst jobs are:
What states have the most Senior Call Center Analyst jobs? States with the most job openings for Senior Call Center Analyst jobs include:
Senior Call Center Analyst jobs near you
Infographic showing various Senior Call Center Analyst job openings in the United States as of July 2026, with employment types broken down into 6% Locum Tenens, 83% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $102,527 per year, or $49.3 per hour.
Senior Call Center Administrator

Senior Call Center Administrator

Progyny

Manhattan, NY • On-site, Remote

$94K - $128K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 10 days ago

Job description

Thank you for considering Progyny!
We are seeking a Senior Contact Center Telephony Administrator to support Progyny's continued growth. This role will serve as a subject matter expert across contact center platforms, owning the design, configuration, and optimization of telephony systems that power both inbound and outbound operations. The ideal candidate brings strong experience in cloud contact center platforms, with a focus on scalability, automation, and performance optimization. Experience with Five9 is preferred.
You will partner cross-functionally with Operations, Workforce Management, and Systems teams to drive efficiency, improve reliability, and enhance the overall member and agent experience.
What you'll be doing...
  • Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
  • Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies
  • Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
  • Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers
  • Partner with business stakeholders to translate operational needs into technical solutions
  • Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance
  • Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations
  • Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
  • Maintain documentation of system configurations, processes, and best practices
  • Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
  • Provide ad hoc support and training to internal teams as needed

About You...
  • Bachelor's degree or equivalent professional experience required
  • 4+ years of experience administering contact center telephony platforms (CCaaS environments)
  • Proven success and Hands-on experience with inbound/outbound call routing, IVR configuration, and dialer management (predictive dialing, etc. strongly preferred)
  • Experience with multiple platforms preferred (e.g., Five9, Genesys, NICE, Amazon Connect, etc.). The current platform is Five9 so that would also be preferred.
  • Familiarity with workforce management platforms (e.g., Verint) preferred
  • Experience integrating telephony systems with CRM platforms such as Salesforce preferred
  • Integration with PowerBI, CallMiner (or other tool) and Five9 or other systems telephone system preferred
  • Strong analytical skills with the ability to interpret performance data and translate insights into system improvements
  • Proficiency in Excel and other business tools (Word, PowerPoint, etc.)
  • Excellent problem-solving, communication, and stakeholder management skills
  • Ability to operate independently in a fast-paced, cross-functional environment

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
About Progyny:
Progyny (Nasdaq: PGNY) is a global leader in women's health and family building solutions, trusted by the nation's leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.
Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.
Our mission is to empower healthier, supported journeys through transformative fertility, family building and women's health benefits.
Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.
Our perks:
  • Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents' Employee Affiliation Group
  • Menopause and midlife care
  • Health, dental, vision and life insurance options for employees and family
  • Free in-person, virtual and text-based mental health and wellness support
  • Paid time off, including vacation, sick leave, personal days and summer flex time
  • Company equity
  • Bonus program
  • 401(k) plan with company match
  • Access to on-demand legal and financial advice
  • Learning and development programs to help you grow professionally and a mentorship program
  • Company social events to include annual volunteer day and donation matching
  • Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $88,000 - $98,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.
Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.
If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.
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